Refund and Returns Policy

Orders are delivered using Printify.com, and customers are subject to the following return and refund policy:

General Conditions:

Printify is a print-on-demand company, meaning all products are unique and produced only once ordered. Returns and exchanges are not accepted if the customer orders:

The wrong size
The wrong color
Simply changes their mind

Exceptions:

However, in the case of a damaged product or a manufacturing error, Printify offers a free reprint or refund if you contact us within 30 days of product delivery. Please get in touch with our team at contact@keishapalmerauthor.com and provide a clear photo showing the issue.

If there’s an issue affecting multiple products using the same design, an additional photo (or video) of all affected items visible in one frame will be required for confirmation purposes. Our team will do everything possible to correct the situation and provide the most suitable solution.

To facilitate a quicker resolution of your issue, we strongly recommend including photos or video evidence when contacting us.

Required Evidence for Specific Issues:

Quality of the print: A clear photo of the received product laid on a flat surface in which the design and the issue are clearly visible in a single frame.
Print placement (distance from collar, off-center, etc.): A clear photo of the received product laid on a flat surface where the incorrect placement is shown with a ruler/measuring tape. For DTG, DTF, and AOP products, there is a tolerance of 0.5″ for print placement.
Print in the wrong area: A clear photo of the product you received folded in a way that clearly displays both sides.
Wrong product: A photo of the product that was received with the size tag clearly visible.
Product issues (incorrect size, brand, quality): A clear photo of the received product where the design issue and/or size tag are clearly visible in a single frame.
Sizing issue (manufacturer’s defect): A clear photo of the received product being measured according to the measurements provided in the catalog’s size chart. Both the print and the measurement should be clearly visible and the garment should be laid on a flat surface. The tolerance is +/- 1” for most adult garments (with some exceptions) and +/- 0.5” for baby clothing.
Electronic device issues (manufacturer’s defect): A video or photo where the issue is clearly visible or shown, demonstrating the troubleshooting steps being performed.
Delivery-related product damage: A photo or video of the received product where the package, the printed design, and the issue are clearly visible.
Reprinted item has the same issue as the original item: A photo or video of both the original and reprinted item in the same frame where the issue is clearly visible.

Important Notes:

Printify will not be held responsible and will not offer reprints or refunds if you order the wrong size or color. In case of an unsuccessful delivery, you can opt for either a reprint with an extra charge or a partial refund. For DTG products, there is a tolerance of 0.5″ for print placement, meaning minor variations in the placement of the print will not be considered defects.

A free reprint is not offered in these cases:

Lost orders with an incorrect delivery address provided by you.
Products received as requested, but you wish to have another size/color instead.
Garments with a minor size deviation from the size guide measurements.
Low-quality prints caused by a low-quality design.

Lost Packages:

In case the package has been lost, first check whether the submitted address is 100% accurate. Even a single missing letter or number can cause a delivery failure.

If the address is correct, please contact the local post office for advice. Occasionally, packages are stored at the local post office and the recipient has to collect them from there.

After both of these steps have been completed, please reach our support team at contact@keishapalmerauthor.com. We will investigate further and offer a free reprint if we determine there was no error on your part.

Returning Orders:

If an order is returned due to an incorrect or incomplete address, our support team can provide the option of either a reprint with an additional charge or a partial refund.

Typically, the reason for the return will be mentioned in the tracking link. If the reason is unclear, please reach out to our support team and we will look into the matter.

Bad Odor:

Please note that a faint odor is a natural occurrence in the direct-to-garment (DTG) printing industry. Typically, the odor will disappear after the first wash.

Reporting an Issue:

If you’re experiencing any problems with tracking your order or shipment, or if you need to report an issue with the received product, follow these steps to get assistance from our support team. Your request status and resolution will be displayed within the order details. If our team needs to contact you regarding the issue, you will receive an email reply as well. For further assistance, please contact us at contact@keishapalmerauthor.com.